Insights & updates from our specialists

Walking into a customer’s home is the biggest opportunity — and also the easiest place to blow the sale. Most techs don’t even realize they’re sabotaging themselves before they’ve said two sentences.

After training thousands of home service pros, I’ve seen one mistake cost companies more money than any script or objection ever could. And fixing it is simpler than you think.

The Mistake: Rushing Straight to the Problem

Most techs are wired to fix things. They get into a house, diagnose the issue, and want to prove their value by immediately talking technical.

But here’s the truth: homeowners don’t care how smart you are — they care if they can trust you. When you skip connection and jump straight into “here’s what’s wrong,” you lose that trust.

What to Do Instead: Slow Down and Connect

Before you start diagnosing or recommending, take a few minutes to connect:

• Ask them how long they’ve been dealing with the issue.
• Show empathy: “That must be frustrating.”
• Notice your surroundings and find common ground (family photos, sports team logos, etc.).

This connection creates comfort. And comfort creates permission to sell.

The Payoff

When homeowners like and trust you, they listen longer, take your recommendations seriously, and are more open to higher-value options. That means bigger tickets, less resistance, and repeat business.

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